They can never seems to get their shit together.
Going public and then back to private. We stuck with them through that, even though it was a shitshow trying to get a hold of anyone. They blur together, but this might have also been the time when they offered everyone the opportunity to leave and it was a ghost town at Dell.
We stuck with them when they outsourced their support, which we later realized was the best years of support. More on that in a sec.
Outsourced support turned out to be better because we could triage everything ourselves, then tell them which piece of hardware was broken and they would send a tech or replacement part. Basically exactly what we expected for when we purchased premium support.
We stuck with them when they brought their support back to the US. Each tech person wanted to make a career out of each ticket. We couldn't get broken hardware fixed without screaming and begging.
Keep in mind, we always bought the best hardware with the most expensive support level. Precision laptops. Precision desktops. Best servers and storage.
We tried to stick with them when their sales teams basically wanted to remind us every time they don't really want to talk to anyone anymore. Everything is done online and they prefer not to talk to anyone.
We tried to place an order for a laptop refresh, which was going to be followed by desktop refresh, and then a complete server/storage refresh. The sales teams made it seem like they were doing us a favor by even quoting us anything. More reminders to use the customer portal and don't call or e-mail us. That was the final straw and we did the complete refresh with a different brand.